Disgusting service or Comprehension of a problem

I would like to formally complain about the service I received at the Pavillion MTN store (0614).

I took my Cell Phone in for repairs where their service was more than satisfactory. The problem follows this. Having previously been a Vodacom Customer SMS notifications on progress and updates were sent during the repair process or simply a notification of repairs/collections. I received nothing from MTN.

5 weeks passed and still had no communication from MTN regarding costs associated, Phone warranty or Collection ETA. I phoned the store numerous times and could not get hold of them. I eventually phoned the other MTN store in Pavillion for assistance. Unsurprisingly they were also unable to contact the larger store.

I eventually received a call from the Samsung repairs center in Riverhorse Valley who asked me if I was happy with the quote and could they proceed with the repairs (I have still not received any communication from MTN regarding this). Not knowing what the repairs would cost or why my warranty was voided, I declined the repairs as Samsung was not able to share this information as the details are through MTN.

Upon returning to Durban, I visited the store, where I was told that a minor scratch on the screen and some surface pitting caused by the cover voided my warranty. Furthermore the damage on my screen was not reported on the document I signed stating the condition of my device. At this time MTN did not know where my phone was and could not assist me further due to Public holiday. I returned as per request and no one was able to assist again.

That following Tuesday I received a call apologizing for no communication and my cellphone was in store (Not repaired) If I wish to collect it.

Only on the collection of the device was I told my quote for repairs. I asked for this issue to be escalated and clearly no communication since.

I have since reported to MTN Service and Customer care and not a single person can take the time to read and understand my email or bother to give me a call